TOW

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Tower Hamlets online mental health services directory

Evaluation of co-design process

2Executive summary

This document provides an initial evaluation of the co-design process implemented to develop the new directory.

Key findings•A total of 74 people from a wide range of organisations and backgrounds joined the Idea Network to review and feedback on the workshop outputs•A total of 34 Idea Network members participated in the co-design workshops, including 12 service users•No parents were recruited to take part in the workshops, but difficult-to-engage parents’ insight gained through service involvement. A survey was also completed by a parent in Family Action’s Parents’ Group•Similarly, input from young people was gained through service involvement – in this case, via Healthwatch Tower Hamlets’ Young People’s Panel•Over 40 comments and suggestions were received from 35 different people. These included messages of support, recommendations for changes and additions. Some negative remarks were received in relation to the branding options•The majority of workshop participants enjoyed the process, with 76% saying they enjoyed workshops ‘very much’, and 29% ‘somewhat’•The majority or workshop participants had a sense of positive ownership over the outputs. 80% stated that they were ‘very likely’ to use the directory themselves, and 90% were ‘very likely’ to tell others about it. Comments also indicated a desire for success of the Directory •Workshop participants demonstrated a high ability to share their knowledge and experiences during the workshops. 70.5% stated they were ‘very much’ able to contribute their ideas and experience and 29%, ‘somewhat’. Similarly, 68% felt others listened to what they had to say ‘a lot’, 29% ‘somewhat’. In addition, participants showed an ability to make a contribution to the workshops and belief that others were doing so too•Many workshops participants gained knowledge and skills. These were learned both from the workshop facilitators as well as from other participants. It included knowledge of new techniques and disciplines, such as branding and user experience design, as well as workshop techniques, colleagues working in the mental health sector in Tower Hamlets, and resources and networks•Workshop participants demonstrated an ability to work positively together and in some cases, the intention to continue their relationships beyond the project. 76% stated that they were ‘very much’ able to work together with other participants and 24%, ‘somewhat’.

3Contents

1. Introduction 32. Evaluation methodology 83. Participation and reach 104. Workshop outcomes 145. Branding outcomes (pending)6. Launch outcomes (pending)7. Initial directory outcomes (pending)8. Conclusion 266. Appendices 28

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01Introduction

5Introduction

In April 2014, the Mental Health Joint Commissioning Team at Tower Hamlets Clinical Commissioning Group (CCG) and the London Borough of Tower Hamlets commissioned Uscreates to lead a co-design process to develop a new online directory of local mental health services.

The need was identified through an engagement process undertaken to inform Tower Hamlets’ Mental Health Strategy. During this process, local people said they wanted to know about local opportunities and feel connected to what is happening in the community, and that information about local services should be improved.

The new Directory built on an existing mental health directory that was part of the Idea Store’s Online Directory, which lists health, leisure, educational and other local services. The intention was to deliver the following commitment set out in Tower Hamlets’ Mental Health Strategy:

We will develop a new web resource that will provide easily accessible information on mental health services for children and young people, adults, and older people. The resource will act as a directory of mental health services for the borough, and an up to date repository of information about mental health related activities and events in the borough.Tower Hamlets Mental Health Strategy 2014 -19

Aims and objectives The project aimed to support wellbeing and recovery from mental illness by helping local people to •Feel better informed and up to date with local knowledge•Feel better connected to what is happening in the community•Access local resources and opportunities to maintain and manage mental health and wellbeing

‘In the Know’ – the Tower Hamlets online mental health service directory

6Introduction

Project partners•Idea Store: CCG partner and host of the Idea Store Online Directory•Community Options: third-sector partner facilitating Tower Hamlets engagement and recruitment to the project among mental health service users, services and providers•Open Objects: software development agency providing the directory technical solution

Target audiencesThe project aimed to engage the following target audiences:•Mental health service users: local people who could benefit from accessing local services to support their mental health and wellbeing, through better information about local options•Mental health service providers: local organisations that provide services to support people experiencing mental health conditions, by promoting their services on the Directory•Health and social care professionals: professionals who work with people who may require support from mental health services, by providing an effective signposting tool

The Idea Group and NetworkWorkshop participants who took part directly in the co-design project were called the Idea Group. In addition, a wider network of stakeholders who were interested in the project but unable to attend the workshops was formed and called the Idea Network. Further details are given at section xx, ‘Participation’ below.

Alongside the CCG and Uscreates, the following organisations were closely involved in the project and formed a Steering Group.

7Introduction

The co-design process•Vision: set out a clear vision for what they hope to achieve through the project and contribute insight into the lives and needs of the target audiences•Brand: develop a brand name, values and visual identity for the Directory that reflects the needs and aspirations of people and health and social care professionals living or working in Tower Hamlets•Design user experience and interface: develop ideas for technical features and content of the Directory to enable effective, intuitive and enjoyable use by service users, professionals and service providers•Develop marketing and engagement strategy: create messages and select channels and activities to ensure that the audiences are aware of and able to use the Directory over time

A diagram giving an overview of this process is below. Following each workshop, Uscreates developed participants’ ideas into concrete outputs that were shared with participants and a wider network of stakeholders to gather feedback and iterate each output. More details about these are given at the Appendices.

The co-design process aimed to involve a group of local mental health service users, service providers and health and social care providers to take part in four co-design workshops.

8Introduction

This document provides an initial evaluation of the co-design process implemented to develop the new directory.

Overview of the co-design process

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02Evaluation methodology

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OutputsCo-design workshops Branding

Marketing strategy Directory

Review and feedback processes Launch event

Outcomes • Audience enjoys their involvement in the co-design process

• Participants have a sense of ownership over the outputs

• Directory experiences higher usage levels

• Participants contribute usable insight into the development process

• Participants build knowledge and skills

• Participants have high levels of satisfaction with outputs

• Wider stakeholders understand and contribute to project process

• Workshop participants form positive working relationships with each other

• Process involves an appropriate mix of service users, providers and professionals

• Audiences and stakeholders relate to directory and marketing materials

• A clear brand vision and values

• Service users and health professionals are aware of the directory

• Service users and professionals use site to identify local services

• High brand awareness

• Users state that the website meets their needs within three months of launch

• Professionals successfully signpost service users through directory

• Service users successfully identify local services they need

• The directory provides an experience that users find intuitive and enjoyable

• Service users are able to access services through information and features on the directory

• Audiences understand how to use directory

• Local services experience an increase in demand within three months of launch (move to directory)

• Directory closely meets audience needs

• Problems are identified and avoided

• Input from a wider stakeholder network is secured

• Participants and wider stakeholders take pride in the outcomes

• Stakeholders feel their contribution is valued

• Awareness about the directory is raised

• Audiences feel motivated to use the website following the launch

• Audiences are familiar with website interface

• Idea Group members become champions for the directory

Evaluation methodology

At the start of the project, an evaluation framework was developed to assess the extent to which the project achieved the intended outcomes.

These outcomes were measured through:•Feedback forms circulated at the end of each co-design workshop•Number and content of email and blog comments received, offering feedback on different outputs•Launch event survey•End-of project survey completed by the Idea Network•Directory website analytics

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03Participation and reach

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Audience

Service users

User-led services

Service providers

Health and social care professionals Other stakeholders

Number 16 4 24 15 16

Details • Friends of East London Loonies

• Geoff Ashcroft Community

• Florid

• Beside• Bowhaven• Prichards

Road Day Centre

• London Buddhist Centre

• Healthwatch• Alzheimers

Society• Hestia• Osmani Trust• Bromley by

Bow Centre• Crisis• Step Forward• Family Action• MIND• RETHINK• REAL• LIC

Consultancy• Heather

Lodge

• Community Service Networker, the Mission Practice

• Health trainer• Public Health

Locality Manager• GP x3• Project Lead –

Community Rehab Residential Review Project

• ELFT Crisis Management Service

• Senior practitioner, NHS Crisis Intervention Service

• Senior Nurse, Community Mental Health Team

• Consultant Psychiatrist, Tower Hamlets Home Treatment Team

• Acting Operational Lead, THEIS

• Idea Store marketing manager• Idea Store information officer• Open Objects project manager• Open Objects business development

manager• Open Objects client services

director• Clinical Commissioning Group

Manager, Tower Hamlets CCG• Deputy Director of OD and

Engagement, Tower Hamlets CCG• Engagement Manager, Tower

Hamlets CCG• Public Health Advisor, London

Borough of Tower Hamlets• Senior commissioning Officer, LB

Tower Hamlets Children's Team• Deputy Director of Mental Health

and Joint Commissioning, Tower Hamlets CCG.

• Deputy CEO, Community Options• Head of Communications and PR,

ELFT• Associate Director of

Communications & Engagement, ELFT

• Associate Director Specialist Services, ELFT

• Admin & information officer, Tower Hamlets CVS

Participation and reach

74 people joined the Idea Network

A total of 74 people from a wide range of organisations and backgrounds joined the Idea Network to review and feedback on the workshop outputs. More details of Network participants are in the table below.


A total of 34 Idea Network members participated in the co-design workshops, including 12 service users. Due to other commitments or illness, the same people were not always able to attend every workshop. However, this enabled a larger group than the expected 25 people to take part in the workshops.

Parents and carers of children were a key audience to engage during the co-design process. Although no parents were recruited to the Idea Group, insight into parents’ needs was gained through the participation of services and organisations, such as Family Action. In addition, a survey was completed by a parent in Family Action’s Parents Group, thus gaining some additional input directly from a local parent.

Similarly, the coincidence of the co-design workshops with Ramadan and GCSE and AS/A’ level exams was a barrier to young people’s participation in the workshops. Again, their insight was gained though service participation, such as via the LIC Consultancy, which manages Healthwatch Tower Hamlets’ Young People’s Panel

34 people participated in co-design workshops

Difficult-to-engage parents’ insight gained through service involvement

Young people insight gained through service involvement


Workshop outputs were circulated for review by the Idea Network by email and via a blog. Over 40 comments and suggestions were received from 35 different people. These included messages of support, recommendations for changes and additions, and occasional negative remarks. Almost all of the latter were directed towards branding and name options that were developed for voting by the Idea network, some of which Network members found patronising; or simply did not like for aesthetic reasons. A selection of comments received in response to workshop outputs is below.

“I think for a directory of services that will be used by a number of groups it needs to stay simple and reflect its function” GP, regarding branding

“I don't like the word happiness in these statements and I think the colours are not strong enough to keep someone’s attention”Service user, regarding branding

“The Brand images are appealing and hopefully would give people the inspiration and confidence to access services” Service provider, regarding branding

“I think the design is great. It’s nice and clean and easy to navigate…It would be good if each project could have a photo, either of their project or of where it is located” Service user, regarding UX designs

“Very good, simple linking and simple words are the best. PDL is a good example of that for me. Overall very impressive, good work” Service user, regarding branding

“The strong visual presentation communicates confidence, clarity and purpose” CGG staff member, regarding Vision

Network members contributed usable insight into the process

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04Workshop outcomes

16Workshop outcomes

The majority of workshop participants enjoyed the process, with 76% saying they enjoyed workshops ‘very much’, and 29% ‘somewhat’. Participants enjoyed the workshop s for a range of reasons, including being creative, doing something different, having the chance to make a difference to service provision, and meeting and working with others. 70% said they were ‘very likely’ to take part in a future co-design project, with 20% ‘somewhat’ likely to do so.

“Very interactive, different to usual day activities I do, challenging and different, creative” Service provider, Branding workshop

“Fantastic mix of people”GP, Visioning workshop

“Felt I was genuinely making improvements to existing services - final interactive session was very good” Service provider, UX workshop

“Opportunity to collaborate with others to put together/share ideas. A very positive experience” Service provider, Branding workshop

“It was clear and easy to understand” Service user, Visioning workshop

“[I most enjoyed] sharing ideas” Service user, Social marketing workshop

A majority enjoyed taking part in the co-design workshops

17Workshop outcomes

Participants’ responses indicated that the majority had a sense of positive ownership over the outputs, supporting the future success of the Directory. 80% stated that they were ‘very likely’ to use the directory themselves, and 90% were ‘very likely’ to tell others about it. Participants' comments also indicated a desire for success of the Directory through their hopes and concerns for its future. A sample of these comments is set out below. .

“The aim of providing service users with as much info as possible”Service user

“It will go a long way in helping service users work on access services understanding”Anonymous

“Help foster self-management and recovery” Anonymous

“What do you hope the directory will achieve in future?”

“Access for none-computer users”Anonymous

“Not being used, fizzling out”Health and social care professional

“Please share any concerns you have about the Directory”

Participants had a sense of ownership over the outputs and are likely to use the Directory

18Workshop outcomes

In addition to the feedback provided by Network members about the workshop outputs, workshop participants demonstrated a high ability to share their knowledge and experiences during the workshops. 70.5% stated they were ‘very much’ able to contribute their ideas and experience and 29%, ‘somewhat’. Similarly, 68% felt others listened to what they had to say ‘a lot’, 29% ‘somewhat’

In addition, participants’ comments showed an ability to make a contribution to the workshops and belief that others were doing so too. Examples are set out below.

“Used my experience of what people are looking for: local, personal, often a bit anxious to explore a new place”Service user, Branding workshop

“Sharing my mental health history” Service user, Visioning workshop

“Contributing re accessibility and challenging stigma” Service provider, UX workshop

“What was the most important contribution you made today?”

“The value of a true story/ lived experience”Anonymous, Visioning workshop

“Various & many useful discussions about meanings/metaphors associated with words”Service provider, Branding workshop

“What were the most important contributions other workshop participants made?”

“There were so many good ideas”Service provider, UX workshop

Participants contributed usable insight into the development process

19Workshop outcomes

Workshop participants’ comments revealed that many gained knowledge and skills through the workshop. These were learned both from the workshop facilitators as well as from other participants. It included knowledge of new techniques and disciplines, such as branding and user experience design, as well as workshop techniques, colleagues working in the mental health sector in Tower Hamlets, and resources and networks in Tower Hamlets. A selection of comments is set out below.

“Other participants' experiences of living with mental health issues” Service provider, Branding workshop

“How to engage users in website design” Service provider, UX workshop

“About the organisation called RISE” Anonymous, Visioning workshop

“What did you learn today that you didn’t know before?”

“What did you learn that you might use again in future work or projects?”

“The process of creating ideas” Service user, Social marketing workshop

“Using interactive workshops with staff team” Service provider, Branding workshop

“Show other people the Directory” Service provider, UX workshop

Participants built knowledge and skills

20Workshop outcomes

Workshop participants’ demonstrated an ability to work positively together and in some cases, the intention to continue their relationships beyond the project. 76% stated that they were ‘very much’ able to work together with other participants and 24%, ‘somewhat’. A selection of comments is set out below.

“I enjoyed making a positive connection with a service user, who I will make contact with again after today” Service provider, Branding workshop

“We all worked as one ” Anonymous, Branding workshop

“Sharing ideas and coming to agreements” Service provider, UX workshop

“What did you most enjoy about working with other participants?”

“Richness of perspective, generosity, and personal info” Anonymous, Visioning workshop

“Coming from different backgrounds, different ideas” Service user, Social marketing workshop

“Exchanging ideas” Service user, UX workshop

Workshop participants formed positive working relationships with each other

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05Branding outcomes

22Branding outcomes

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06Launch outcomes

24Launch outcomes

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07Initial directory outcomes

26Initial directory outcomes

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08Conclusion

28Conclusion

The co-design process succeeded in involving a wide range of service users, service providers and health and social care professionals in the development of the Directory. These audiences were able to work together effectively to contribute their ideas and experiences into developing agreed outputs including the Directory. Those who took part in the workshops also gained knowledge and skills and developed positive relationships with other participants.

While it was hoped that parents and young people would be engaged directly during the workshops, existing cultural and exam commitments were barriers to this. However, their insight was gained by engaging with organisations that provide services to them. In addition, since the Idea Network and wider audiences will be invited to continue to provide feedback and comments about the Directory following its launch, there will be further opportunities to iterate and improve it by gaining the input of these audiences.

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09Appendices

30Appendix 1: Visioning workshop outputs

Vision

A shared vision articulating the outcomes and impact the Idea network hope to achieve through the project.

Project roadmap

A visual representation of the project plan to ensure understanding and engagement.

Co-design manifesto

A shared understanding of the behaviours and values that would enable effective collaboration during the co-design workshops.

31Appendix 1: Visioning workshop outputs

Insight report

Overview of key insights into target audience needs generated across a series of workshop activities.

32Appendix 2: Branding workshop outputs

Branding

A brand name and strapline, logo, colour palette and tone of voice for the Directory.

33Appendix 3: UI/UX workshop outputs

Page designs, technical specifications and video

Requirements for ensuring a positive user experience, desired functionality, and a video to promote the Directory and support people to use it.

Combining text and image

Finally, you can use any of the variant layouts in the previous slides to mix text columns and multiple images.

Combining text and image



34Appendix 4: Social marketing workshop outputs

Marketing materials

Posters and leaflets aimed at service users, service providers and health and social care professionals.

Marketing and engagement strategy

Key messages, channels and activities for increasing awareness and use of the Directory among the key target audiences.

TOW

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